Help new customers finish SaaS onboarding by talking it through.

Where do new users get stuck during onboarding?

Onboarding questions arrive in the middle of a task. A new user has connected one thing and can’t see why the next step isn’t working, or doesn’t know which step comes first. Searching your docs means guessing the right words for a product they don’t know yet. Explaining the problem out loud, with the setup screen still open, can be easier.

Typical onboarding questions sound like these:

• “I’ve connected our calendar, but nothing is showing up. What did I miss?”
• “Should I invite the team first or set up the integrations?”
• “Do I need admin rights to add people?”
• “What format does the CSV import need?”

How does the support agent talk a new user through setup?

The support agent works from two things: your approved setup docs and what the user tells it. A conversation runs like this:

• The user clicks the button and types what they’re stuck on, which the agent receives as its starting topic.
• They allow the microphone and the agent greets them in English. Its default instructions tell it to ask one question at a time, so it can find out where they are.
• It searches the approved sources for that step and explains it in order. The user can turn on live captions to check the exact name of a setting.
• If your docs don’t cover the problem, it’s told to say it doesn’t know and suggest your usual contact options, such as your support email.
• If the user reports something broken, such as an import that never finishes, the agent can record a bug report on the conversation when they ask. It’s told not to promise a fix.

Can the widget run inside your web app?

Yes, if your app runs in the browser over HTTPS. Add its exact origin, such as https://app.example.com, to the support agent’s allowed origins, which take up to 10 addresses, and paste the same script tag into the app’s pages. New users can then ask for help on the screen where they’re stuck.

If your app sends a Content-Security-Policy header, allow https://app.kawlnow.com for scripts, connections and frames, and allow inline styles, which the widget uses to style its button and panel. If it sends a Permissions-Policy header, allow the microphone for https://app.kawlnow.com, and autoplay too if you restrict it. The widget embed reference lists the exact values. Make a test call in the app before you rely on it.

The button label, greeting and colour are set once for the support agent, so they’re the same in your app and on your website.

What should onboarding knowledge include?

Write for someone who signed up yesterday and doesn’t know your product’s words yet. Put the steps in order and the answer first.

• A short “where to start” source that sets out the order of setup steps and why each one matters.
• One source per setup task, such as importing data, connecting an integration or inviting teammates, with every button and menu named in words. The agent reads text, not screenshots.
• The role or permission each step needs, so the agent can tell a user when to ask their admin.
• The error messages people see during setup, quoted exactly, with what each one means. The agent finds sources by matching words, so a quoted error is easy to match.
• What success looks like at each step, such as what appears once an integration has connected, because the agent can’t check for itself.

Where does onboarding still need your team?

The agent explains your product. It can’t act inside it, so plan for these cases.

• It can’t see the user’s account, screen or progress, and it doesn’t know who is signed in. It knows only the topic they typed and what they say.
• It can’t change settings, import data or repair a connection for them.
• Handover to a person is an early release: verify a UK or US team phone number in Settings and turn handover on for the support agent, and a stuck user can choose Talk to a human. Whoever answers hears a private briefing first. Customer routing is still being tested, so name your support route in the agent’s instructions and keep it visible on the page.
• Each call stops at 10 minutes. A long setup can carry on in a new conversation, which starts fresh and counts as another of the workspace’s 50 free conversations.

How do transcripts improve your onboarding?

Every conversation is saved with its topic and a two-sided text transcript. Filter the Conversations tab to support calls and search the topics to see which setup steps bring new users to the widget.

The Insights tab groups the questions and issues from up to your latest 30 support calls in the last 30 days, quoting the transcripts, so a setup step that trips up several users stands out before you read every call.

Where the agent said it didn’t know, add the missing step to a source and approve it. Where many users ask about the same step, the fix may belong in the product or your welcome emails as well.

Common questions